CustomerSupportSpecialist

CUSTOMER SUPPORT SPECIALIST Are you the kind of person who genuinely enjoys solving problems, and wants to do it inside a company that's moving fast? Do you want to shape a function as it's being built, learn how a real AI product works, and be in the room when decisions get made? This is your chance to join a rocket ship. 🚀 🏗️ ABOUT THE ROLE We are looking for sharp, high-agency people to be the first line of support for our customers. You'll be joining the most lean, talent-dense, and fast-moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high. Our customers are patent attorneys at top law firms and in-house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn't scale, and it doesn't give customers the speed they deserve. You will fix that. You'll be responsible for: - Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels. - Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve. - Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately. - Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask. - Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next. - Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end. - Helping us figure out what good customer support looks like at Solve, then making it re